Act as the primary resolution point for VIP client issues, complaints, and complex cases

Handle high-priority VIP escalations related to accounts, payments, bonuses, gameplay, or service experience

Investigate and resolve cases efficiently while maintaining a premium and empathetic service standard

Coordinate with internal teams (VIP, Payments, Risk, CRM, Operations, Compliance) to ensure timely resolution

Communicate clearly with VIP clients regarding case status, outcomes, and next steps

Ensure resolutions align with company policies, gaming regulations, and responsible gaming standards

Identify recurring issues and provide root-cause analysis and improvement recommendations

Maintain accurate case records, documentation, and resolution timelines

Support VIP teams by providing guidance on issue prevention and service recovery

Monitor resolution KPIs such as response time, resolution time, and VIP satisfaction